Contact Center Loan Specialist

Core Responsibilities

• Deliver exceptional customer experiences by handling complex inquiries, providing advanced product and service guidance and executing transactions with accuracy and efficiency.
• Functions as a subject-matter expert, supporting both customers and internal team members by demonstrating deep knowledge of retail loan servicing tasks, banking products, digital channels, regulatory expectations and operational procedures.
• Manage escalated calls/chats and resolve service issues, proactively identifying customer needs, uncovering relationship-building opportunities, and recommending financial solutions aligned with the bank and customer goals.

Why Mercantile Bank?

Mercantile Bank was founded by entrepreneurs who believe building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution; it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do. As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options.

What We're Looking For

• 3-5 years customer service and sales experience
• 3-5 years retail loan origination, operations, or servicing (mortgage experience a plus)
• 2+ years with Mercantile Bank
• Strong written/verbal communication; high comfort with technology
• Demonstrated leadership participation, strong performance history, and supervisor recommendation